Standortleitung / Site Manager (m/w/d) Customer Contact Center
Core
Strategic leadership of Customer Service locations in NRW, ensuring international service delivery standards and driving national and international projects.
Role type
Senior Site Manager (Customer Contact Center)
Builds
Scalable Customer Service operations (In/Outbound, Email, Chat) for enterprise clients
Domain
Customer Service / Contact Center / BPO
Required skills
Strategic leadership, budget and personnel management, business process modeling, outsourcing expertise, negotiation, analytical thinking, network building
Preferred skills
Methodological security in BPO, C-level negotiation experience
Responsibilities
Lead and manage established branches in NRW, ensure international service delivery standards, develop national and international customer service projects, manage internal teams (project managers, team leaders), implement customer requirements aligned with company goals, control cost and timeline efficiency, manage staffing and leadership development, build regional partner networks, handle internal and external interface management
Seniority
Senior, hands-on IC with strategic oversight